Service Quality Assurance Manager

Service Quality Assurance Manager - 25366-FT_LT 1 day ago Be among the first 25 applicants Customer Experience Section, Customer Experience, Marketing, and Digital Engagement Division, Infrastructure and Platforms Sector Contract Duration - 2 years (maximum cumulative length of 5 years) * Duty Station: CH-Geneva Application Deadline: 05-Dec-2025 IMPORTANT NOTICE REGARDING APPLICATION DEADLINE: please note that the deadline for applications is indicated in local time as per the time zone of the applicant’s location. This post is a limited-term fixed-term post. 1. Organizational Context a. Organizational Setting The position is located in the Customer Experience Section (CES), Customer Experience, Marketing, and Digital Engagement Division, Infrastructure and Platforms Sector. The section is responsible for marketing and customer service activities with a view to coordinating the strategy, planning, and execution of the Organization’s overall customer experience strategy in close collaboration with other areas of the Organization. b. Purpose Statement The incumbent plays a pivotal role in developing and implementing comprehensive quality assurance standards and metrics for both in‑house and outsourced customer service operations, conducting regular evaluations, and analyzing data to drive continuous improvement. This role involves managing relationships with internal and external partners, leading customer service improvement projects, and coordinating with cross‑functional teams to achieve improvement objectives, ultimately ensuring adherence to service‑level targets and enhancing overall customer satisfaction. c. Reporting Lines The incumbent works under the supervision of the Head, Customer Experience Section. d. Work Relations The incumbent will work closely with various stakeholders, both inside WIPO and external organizations. 2. Duties and Responsibilities The incumbent will perform the following principal duties: • a. Develop, propose, and implement comprehensive quality assurance standards and metrics for both in‑house and outsourced customer service operations. Maintain, improve and update quality assurance documentation, guidelines, and procedures. • b. Conduct regular quality monitoring and evaluation of customer service interactions (phone, email, chat, etc.) using the established metrics and standards. Track, assess, and report on key customer service metrics, such as first contact resolution, customer satisfaction levels, and adherence to service level targets. • c. Analyze data related to quality to identify and address trends, areas for improvement, and root causes of customer service performance issues. Conduct quality review sessions with internal and external stakeholders to provide constructive feedback and recommend solutions to enhance performance. • d. Manage relationships with outsourced partners in different time zones, ensuring adherence to contractual agreements and quality standards. Provide advice to and collaborate with partners to implement process improvements and enhance customer experience. • e. Manage or support customer experience improvement projects. Coordinate with cross‑functional teams (business units, IT, operations, etc.) and external vendors to achieve project objectives. Manage changes in procedures when new tools or processes are introduced. • f. Stay up‑to‑date on industry best practices and emerging trends in customer experience and quality assurance. • g. Perform other related tasks as required. 3. Requirements Advanced university degree or equivalent in industrial engineering, quality management, business administration, or other relevant fields. A first‑level university degree in a relevant discipline, plus two years of experience in addition to the experience requested below, may be accepted in lieu of an advanced university degree. Formal training with certifications from acknowledged institutions in service quality assurance. Experience (Essential) A minimum of seven years of professional experience in service quality assurance, including in a global or multicultural environment with teams in different time zones with B2B and/or B2C service organizations. At least three years of experience in developing and implementing quality assurance standards and improvement projects, in relation to customer service processes. Experience with quality monitoring, evaluation, and reporting. Direct experience working in or closely with a customer service centre, understanding its operations and challenges. Experience managing relationships with external vendors or outsourced partners. Experience in project management and coordination. Experience in managing changes, particularly in relation to new technologies or processes. Experience with customer service CRM tools, such as Microsoft Dynamics 365. Excellent knowledge of written and spoken English. Knowledge of other UN languages. Job Related Competencies (Essential) Strong knowledge of customer service procedures, their quality assurance and ways to improve KPIs. Ability to analyze complex problems and develop effective solutions. Proficiency in using data analysis tools and techniques to identify trends and insights and create reports. Proven ability to manage external providers to maintain a productive relationship and meet SLAs. Positive attitude and strong teamwork orientation. Excellent communication, presentation, interpersonal skills, and ability to maintain effective partnerships and working relations in a multicultural environment with sensitivity and respect for diversity. 1. Communicating effectively. 2. Showing team spirit. 3. Demonstrating integrity. 5. Producing results. 6. Showing service orientation. 7. Seeing the big picture. 8. Seeking change and innovation. 9. Developing yourself and others. Seniority level Mid‑Senior level Employment type Contract Job function Other Industries International Affairs Referrals increase your chances of interviewing at World Intellectual Property Organization – WIPO by 2x Get notified about new Quality Assurance Manager jobs in Geneva, Switzerland. We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr